What would you like to know about the carpet you sell? Do you want to know what yarn system is best; how it should be spun, twisted, and heat set? Would you like to know the actual differences between the fibers nylon, polypropylene, polyester, and wool?

Are you fully aware of its physical characteristics, how it should be installed, what type of pad works best under it and what influence the backing has on the product? Do you know how it should be maintained and the difference between a spot and a stain?

If you know the answers to general questions such as these, you are very smart, indeed. However, my guess is, you don’t. And, if you don’t, you’re going to get yourself into trouble. Sooner or later, you’ll pay dearly for your ignorance.

It is impossible for a retailer to keep up with the changes in the industry-not just consolidation and mergers, acquisitions and alignments; but the overwhelming number of technical changes, as well. Those include advancements in existing and new fibers, backing systems, and increased use of urethanes in carpet backings. It’s even challenging for me to keep up with all these changes, and I’m involved in it every day.

Few of the changes are openly shared with you and, since the dealer is not really in the “need-to- know” position for the most part, many will be imposed on you without your being aware of them.

If the retailer doesn’t know what’s going on with the floor covering, the installer certainly won’t be aware, because if the dealer can’t share information with him and he doesn’t learn it from an organization like the CFI, he’ll have no way of knowing. The installer will think all carpet can be installed the same way and when there’s a problem, he will rightly argue he didn’t know any different. It is the dealer’s responsibility to make sure his people are knowledgeable about what to do in every possible situation.

You’re not going to learn what you need to know from any organization or franchise group to which you belong, either. They will only pass on tidbits they either get from the mills or glean on their own. This means, it won’t come from research, testing, experience, or sharing with technical contemporaries. In fact, the information floating around today will be hard to come by for most of the industry.

So, what do you think you need to know to keep from losing your shirt on your next job? Do you even know what you need to know?

Most of you are so busy today just running the business, finding installers, and time to do what must be done, you pay little attention to preventing problems. If you do have a problem, you may just write it off, replace it, and be done with it so you can move on. That’s OK, as long as you understand what went wrong and why, because when it happens again, it may not be as easy to rectify.

The point is, retailers don’t care enough about learning the products they sell. They seem to think someone will take care of any problems they have. Or, they don’t have enough problems to take the time to learn anything right now. How would you feel knowing your auto mechanic had the same attitude? How about your doctor?

TAKING CARE OF CUSTOMERS

You and your people are your business. If you don’t know what you should, you’ll never reach your potential. I read as much as I can about the industry; go to the mills and see what’s being done, and talk to as many people as I can to learn what’s being developed. We each have to know what it takes to be the best we can be.

RBI/LGM holds seminars. We have the information you want, and we’re willing to share it with you. Many of you have never seen carpet being made, and you sell the stuff all the time. I’m offering you the opportunity to educate yourselves. We do that with the RBI/LGM Carpet Seminar. We keep improving it and engaging the best people to teach you.

For the rest of this year and next year, too, think about the questions I’ve posed here and what you will do about the answers. Sure, you can always call and ask me; but it’s not the same as investing in yourself and your staff. You owe it to yourself, your family, and your customers to know as much as you can.